PSTN / Phone Calls API not enabled – HTTP 404 on /v1/phone-calls

Support Help
1

Hi Retell Team,

Our workspace has:

  • Active Pay-As-You-Go billing
  • Valid API keys
  • Agents created and tested

However, Phone / PSTN features are not visible in the dashboard.
POST requests to /v1/phone-calls return:

HTTP 404 – Cannot POST /v1/phone-calls

We are integrating Retell with Asterisk AGI (Phase-2) and are blocked
due to PSTN not being enabled at the account level.

Workspace: PAK SAIBAN
Use case: Asterisk AGI → Retell Voice → PSTN

Kindly enable PSTN / Phone Calls for our workspace.

Thanks

URGENT: Request to Whitelist Turkey (+90) for Paid Account - Agent ID: d73a94
2

Based on the available sources, your 404 error is likely due to an incorrect API endpoint. The correct endpoint for creating phone calls is /v2/create-phone-call, not /v1/phone-calls(1).

For your Asterisk AGI integration with Retell, you should use the Dial to SIP URI method since you have a custom telephony setup(2). The Retell SIP server URI is sip:sip.retellai.com(2).

Key configuration details:

Transport methods supported(2):

  • TCP (Recommended): sip:sip.retellai.com;transport=tcp
  • UDP: sip:sip.retellai.com;transport=udp
  • TLS: sip:sip.retellai.com;transport=tls

IP blocks for traffic whitelisting(2):

  • 18.98.16.120/30 (All regions)
  • 143.223.88.0/21 (certain United States traffic)
  • 161.115.160.0/19 (certain United States traffic)

For the 404 error specifically:

Common causes include(1):

  1. Phone number not properly configured - your from_number must be purchased/configured through Retell AI
  2. Incorrect parameter names - use override_agent_id instead of agent_id
  3. Missing agent binding - the phone number should have an outbound_agent_id configured

Required request format:

{
  "from_number": "+16504144521",
  "to_number": "your_target_number",
  "override_agent_id": "agent_71724df7636716ceb3a7e244c8",
  "retell_llm_dynamic_variables": {
    "name": "Sarah"
  }
}

(1)

Regarding PSTN enablement - based on a similar case, inbound PSTN calling requires workspace-level permissions that may need to be enabled by Retell support(3).

For direct assistance with workspace-level PSTN enablement:

3

Hello @paksaaibaan

  • To make phone calls, this is the API you need to use: https://api.retellai.com/v2/create-phone-call

  • You should be able to see a ‘Phone Numbers’ tab on your account, which is typically enabled by default for everyone. If you can’t see it, please share a screenshot of what you can see.

5

Hello Retell Team,

We are integrating Retell with Asterisk AGI (Phase 2 – Production).

Workspace: PAK SAIBAAN
Billing: Pay-As-You-Go (Active)
Agents: Multi-State (Inbound & Outbound enabled)
Phone Number: +1 (201) 379-9352 (Telnyx)

Issue

All POST requests to create calls fail with:

HTTP 404 – Cannot POST /v1/create-phone-call

and also via /v2/create-phone-call.

This is confirmed via:

  • CURL

  • Asterisk AGI logs

  • Retell Community forum (multiple reports)

Request

Please enable PSTN / Phone Calls API at the workspace level for:

  • Outbound PSTN calls

  • AGI / API-initiated calls

This is currently blocking production, while all other components are verified working.

Architecture

Asterisk → AGI → Retell API
Telecom via Telnyx (US primary), Telecard local deferred.

Please confirm once PSTN permissions are enabled so we can retest immediately.

Regards,
PAK SAIBAAN Workspace

6

Hello @paksaaibaan,
Please share the request you are making and your org ID.

8

Hi,

Thanks. We are already using the create-phone-call API.
The API call succeeds, but outbound calls consistently end with:

  • ended / not_connected
  • dial no answer / user hangup

Inbound calls work perfectly and agent audio is confirmed.

This appears to be an outbound PSTN enablement or provider-level restriction, not an API usage issue.

Can you please confirm:

  1. Whether outbound PSTN is enabled for our workspace
  2. Whether Telnyx outbound voice is approved/active
  3. If any compliance or trust approval is pending on our account

Happy to share screenshots if needed.

9

Can you share the call id for these calls?

11

CAll id : call_66ab8c5bcb72c7c506ce3c3161c

12

To retrieve information about call ID call_66ab8c5bcb72c7c506ce3c3161c, you can use the Get Call endpoint.(1)

Here’s how to retrieve the call details:

import Retell from 'retell-sdk';
const client = new Retell({
 apiKey: 'YOUR_RETELL_API_KEY',
});
const phoneCallResponse = await client.call.getCall({
 call_id: 'call_66ab8c5bcb72c7c506ce3c3161c',
});
console.log(phoneCallResponse.agent_id);

(1)

The call ID is used as a path parameter to retrieve the call history for that specific call.(1)

13

Hi Retell Team,

We are now able to see a real call_id generated in our call logs.

Call ID:
call_66ab8c5bcb72c7c506ce3c3161c

This confirms that the call is being registered successfully.
However, the call is not completing the PSTN execution (inbound/outbound connection).

Requesting you to please investigate this call_id and confirm:

  1. Whether PSTN / outbound calling is fully enabled for our workspace
  2. If any additional permission, number binding, or plan upgrade is required
  3. If Pay-As-You-Go workspaces have partial call registration without full PSTN execution

Workspace: PAK SAAIBAAN
Plan: Pay-As-You-Go

Please let us know the exact requirement to make this fully live.

Regards,

14

Hi Team,

Thanks for the explanation.

Here is the real call ID generated in our workspace:

call_id: call_66ab8c5bcb72c7c506ce3c3161c

This call_id appeared in our Retell call logs, which confirms that the call was registered successfully.

Requesting you to please:

  1. Retrieve full details for this call_id from your backend
  2. Confirm why PSTN execution did not complete
  3. Clarify whether outbound phone calls are fully enabled for our workspace
  4. Let us know if Pay-As-You-Go workspaces have partial execution limits

Our telecom (Telecard) and Asterisk layers are confirmed stable and working.

Looking forward to your findings on this call_id.

Regards,

15

Hello @paksaaibaan,

I noticed the call you mentioned ended with “Dial_no_answer,” which indicates the call was successfully placed, but the recipient didn’t answer.

I also see that you’ve had other successful calls, which confirms the phone number is fine and your calling functionality is working normally.

16

Hello Retell Support Team,

We are currently implementing Retell AI Voice integration with Asterisk (PSTN + SIP) for a production deployment and have completed all technical integration steps successfully.

✅ Current Status (Verified & Tested)

  • Retell Agent voice enabled

  • Agent ID verified

  • API v2 /create-phone-call tested

  • Python AGI scripts built and tested

  • Flask webhook + Ngrok bridge tested

  • Local TTS (pico2wave) verified

  • Monitoring & logs validated

  • API calls are successfully registered in Retell dashboard

❌ Blocking Issue

Outbound calls to Pakistan (PK) numbers fail with the following error:

Call country not supported: PK

This occurs even though:

  • API request is correctly formed

  • from_number is a US DID

  • Retell agent and API are functioning correctly for US calls

This indicates a workspace-level / carrier-level policy restriction, not an implementation issue.

🔧 Request

We request enablement of outbound calling to Pakistan (PK) for our workspace.

Workspace / Project Context

  • Usage Type: Production (AI Voice Agent)

  • Architecture: Asterisk + Retell API v2 (Callback Model)

  • Business Use Case: AI-assisted inbound/outbound calls, PIN verification, ledger queries, WhatsApp follow-ups

  • Billing: Pay-As-You-Go (ready to upgrade if required)

📎 Technical Proof Available

We can provide:

  • Curl API test logs

  • Asterisk AGI logs

  • Dashboard screenshots showing registered calls

  • Working US outbound call recordings (Telnyx + Retell)

Please advise:

  1. Whether PK outbound can be enabled for our workspace

  2. Any required plan upgrade, documentation, or carrier approval

  3. Estimated timeline for enablement

This is the final blocker before going live.

Looking forward to your guidance.

Best regards,
PAK SAAIBAAN
Rolling Stones / AI Customer Support
Workspace: PAK SAAIBAAN

17

Based on the available documentation, I can provide guidance on configuring international calling for Pakistan.

Geographic Restrictions Configuration

Retell AI allows you to control which countries your phone numbers can make outbound calls to through the Allowed Outbound Countries setting(1). This is a phone number-level configuration that restricts outbound calls to specific countries(1).

To enable outbound calls to Pakistan, you need to configure your phone number’s allowed outbound countries list. You can do this in two ways:

Dashboard Configuration

  1. Navigate to Phone Numbers in your Retell dashboard(1)
  2. Click on the phone number you want to configure(1)
  3. Under Allowed Outbound Countries, add Pakistan (PK) to the list(1)
  4. Changes are saved automatically(1)

When configured, outbound calls to countries not on the list will be blocked(1).

API Configuration

You can also configure geographic restrictions via the Update Phone Number API(1):

curl -X PATCH "https://api.retellai.com/update-phone-number/+14155551234" \
 -H "Authorization: Bearer YOUR_API_KEY" \
 -H "Content-Type: application/json" \
 -d '{
 "allowed_outbound_country_list": ["US", "CA", "PK"]
 }'

(1)

Use ISO 3166-1 alpha-2 country codes (e.g., “PK” for Pakistan)(1).

Important Notes

The documentation indicates that certain countries are always blocked regardless of your configuration(1). However, Pakistan is not listed among the sanctioned countries that are automatically blocked(1).

If you need to remove all restrictions, you can set the list to null(1):

curl -X PATCH "https://api.retellai.com/update-phone-number/+14155551234" \
 -H "Authorization: Bearer YOUR_API_KEY" \
 -H "Content-Type: application/json" \
 -d '{
 "allowed_outbound_country_list": null
 }'

(1)

Try configuring your phone number’s allowed outbound countries list to include “PK” using either the dashboard or API method. If you continue experiencing issues after configuration, you can:

18

Please ask the question; the AI’s questions are more confusing to me.

If your issue is that you can’t call the Pakistan number because it’s not supported for Retell’s numbers.

And please share the call id of the issue.

19

“Thanks. Confirmed. Our question is limited to inbound PK calls via Telecard → Telnyx → Retell. We now understand PK outbound is not supported. We’ll share a Call ID if any inbound call fails.”

20

Great,

Also, if you want to call PK, you can use a custom telephony that supports PK, and connect it to Retell

22

Hi Team,

Thanks for the response.

To clarify, in our case a call_id is not generated because the call request is rejected at validation stage due to country restriction.

When attempting to create a call to a Pakistan number, the API returns:
“Call country not supported: PK”

Since the call is blocked before initiation, no call_id appears in the dashboard or logs.

Please confirm that in such cases, the absence of call_id is expected behavior.

Based on this, we are proceeding with a custom telephony setup (Telecard + Asterisk) for PK calls and using Retell purely as the AI layer, as advised.

Best regards

23

Yes, the absence of a call_id when a call is rejected at the validation stage due to country restrictions is expected behavior(1). When geographic restrictions block a call before it’s initiated, no call record is created in Retell’s system(1).

The geographic restrictions feature automatically rejects calls from or to countries not on your allowed list(1). Since Pakistan (PK) is being blocked at this validation stage, the call never reaches the point where a call_id would be generated(1).

Your approach to use custom telephony (Telecard + Asterisk) with Retell as the AI layer is the correct solution for handling calls to Pakistan(1)(2). With custom telephony, you’ll use the Register Phone Call API to connect your telephony provider to Retell’s AI capabilities(3)(2).

For reference, the sanctioned countries that are always blocked regardless of configuration include Cuba (CU), Iran (IR), North Korea (KP), Syria (SY), Russia (RU), Belarus (BY), and Venezuela (VE)(1). Pakistan is not on this sanctioned list, so it can be supported through custom telephony integration(1).

24

Hello @paksaaibaan

Yes, it’s normal not to have a call id if the country is not supported.